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Jobs in Malaysia   »   Jobs in Kuala Lumpur   »   Quality Assurance / Control jobs   »   Quality Specialist (Contact Center) - Kuala Lumpur

Quality Specialist (Contact Center) - Kuala Lumpur

Kuala Lumpur, Federal Territory of Kuala Lumpur, MY

As our new Quality Specialist, you will have the opportunity to improve customer experience through the quality of service delivered, create engaged customers and facilitate organic qualitative improvement.

  • Participate in the design of chat, email, and outbound call monitoring formats and quality standards.
  • Participate in the development of monitoring formats and quality standards for tasks relevant to the team.
  • Perform quality assurance monitoring and provide trend data to the management team.
  • Use the quality monitoring data management system to compile and track performance at team and individual levels.
  • Perform monitoring of customer care chats, outbound calls, and email responses.
  • Provide regular coaching to CS agents using direct and constructive feedback.
  • Participate in customer and client listening programs to identify customer needs and expectations.
  • Provide actionable data to various internal support groups as needed.
  • Coordinate and facilitate call calibration sessions for contact center staff.
  • Provide feedback to contact center team leaders and managers.
  • Prepare and analyze internal and external quality reports for management staff review.
  • Accountable for measuring, tracking, and reporting quality scores and impact using a blend of quantitative and qualitative measures against defined OKRs.
  • Perform other duties as assigned.



  • Proven experience as a customer-oriented quality specialist
  • Excellent knowledge of quality management methods and techniques, quality assurance, and performance improvement approaches.
  • Highly customer-centric and driven to achieve best-in-class customer experience.
  • Ability to think strategically and obsessed with process improvement to deliver higher service quality to external and internal customers.
  • Strong client-facing and communication skills, able to present and articulate well to peers and stakeholders.
  • Exceptional written and oral communication skills with an emphasis on accuracy and the ability to adapt to different styles and tones.
  • High proficiency in English and Bahasa Malaysia. (Proficiency in Mandarin would be an added advantage)
  • Data-oriented, with advanced-level MS Excel knowledge.
  • Strong aesthetic, design composition, and typographic abilities.
  • Ability to create engaging and effective service quality materials that fit the brand.
  • A collaborative and learning personality, able to consider direct instruction and constructive criticism with respect to produced work
  • Able to manage multiple tasks simultaneously while consistently delivering high-quality results
  • Bachelor's Degree in Business Administration or any other relevant discipline.

Perks & Benefits

  • Nearby public transport
  • Smart Casual dress code
  • Personal Development Opportunities

Job Location
Wisma UOA II Damansara
Click to view the location on Google maps

Company Overview

A super agile startup that specializes in BPO, RPO and ITSO services, owned and ran by experienced professionals, and supported by great talents!

  • Find the career of your dreams
  • We're more than just a workplace.
  • We're a family.

We know that finding a meaningful and rewarding job can be a long journey. Our goal is to make that process as easy as possible for you, and to create a work environment that's satisfying - one where you'll look forward to coming to every day. Start your journey with us by browsing available jobs.

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Company Summary
26-50 employees
Consumer Services
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